Exhibitor Services Associate at Mass Convention CenterAuthority – Boston, Massachusetts

Job Title: Exhibitor Services Associate
Department: Exhibitor Services
Reports to: Director of Guest and Exhibitor Services
FLSA: Non-Exempt
Grade: B

SUMMARY:
The Exhibitor Services Associate (ESA) plays a critical role in ensuring exhibitors' needs are met throughout the event lifecycle, from pre-event coordination to post-event follow-up. The position serves as the main point of contact for exhibitors, facilitating service orders and addressing inquiries to ensure smooth event operations. The ESA is responsible for managing exhibitor information, coordinating with internal teams, and providing on-site support during events. Additionally, the role involves troubleshooting technical issues, processing transactions, and assisting with billing and reporting. Ultimately, the ESA ensures a high level of customer satisfaction by providing efficient and effective support to exhibitors and contributing to the overall success of each event.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Exhibitor Service Coordination: Ensure timely and accurate completion of exhibitor service orders by managing requests, managing transactions (phone, email, or in-person), coordinating with service teams, and providing exceptional customer service, resulting in seamless event execution and a high level of exhibitor satisfaction.
• Event Preparation: Maintain and update exhibitor lists in Momentus, ensuring that all necessary information (e.g., new exhibitors, booth changes, and contact details) is accurately entered and promptly updated to prevent order issues and ensure smooth service delivery and billing.
• Onsite Event Support: Effectively support exhibitors during the event by assisting with service orders, ensuring booth setup accuracy, and escalating inquiries when necessary, contributing to a well-organized and successful event.
• Post-Event Reporting and Billing: Prepare post-event reports highlighting successes, challenges, and solutions to improve exhibitor satisfaction, and ensure that all service order billing is closed within 24-48 hours to facilitate accurate financial processing.
• Leadership Development: Contribute to the growth and development of junior colleagues by providing support, training, and mentorship, ensuring they have the necessary skills and knowledge to perform their duties effectively and maintain high standards of service.
• Administrative Efficiency: Complete assigned projects in a timely and professional manner, ensuring the necessary actions are taken to support the Exhibitor Services Manager and overall team objectives, resulting in the smooth operation of exhibitor services and successful event outcomes.
• Perform other work-related duties as directed by manager/supervisor

SUPERVISION RECEIVED: Supervision is provided by the Director of Guest & Exhibitor Services and the Exhibitor Services Manager, and includes assignment of duties, inspection of work, training, coaching, and performance evaluation.

MINIMUM ENTRANCE REQUIREMENTS:

• High school diploma or equivalent required
• At least 1 year of professional experience in a client-facing or customer service role
• Proficiency in Microsoft Office, Adobe, and mobile applications, with strong technical aptitude to troubleshoot issues and learn event management/point of sale systems quickly
• Strong verbal and written communication skills with the ability to collaborate effectively across all levels of the organization
• Detail-oriented with strong organizational skills, problem-solving abilities, and critical thinking skills to adapt to various situations

PREFERRED QUALIFICATIONS:

Bachelor's degreeDemonstrated experience in customer service, hospitality, convention/events, or a related industry

WORK SCHEDULE: Standard business hours, with the understanding that schedules may vary based on operational needs. This may include occasional early mornings or late evenings to support events.

All positions within the MCCA are designated as on-site roles. As such, this position requires in-person attendance five days per week. Remote or hybrid work arrangements are not part of MCCA's operational model.

DRESS CODE: Business formal. Employees are expected to project dignity and decorum appropriate for public-facing leadership roles through professional dress and grooming.

PHYSICAL REQUIREMENTS: This position primarily involves sedentary office work with frequent use of standard office equipment and occasional movement around and travel to MCCA facilities. The role may require attending off-site meetings and occasionally lifting or carrying materials up to 15 pounds. Reasonable accommodations for qualified individuals with disabilities will be provided in accordance with MCCA’s accommodation policy and applicable laws.

EMPLOYMENT AT-WILL:

Employment with the MCCA is at-will. This means that either the employee or the MCCA may terminate the employment relationship at any time, with or without cause or notice, and nothing in this job description shall be interpreted to alter this at-will relationship.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

The Massachusetts Convention Center Authority (MCCA) is proud to be an equal opportunity employer. We welcome qualified applicants of all backgrounds and do not discriminate based on race, color, religion, sex, national origin, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, genetic information, or any other legally protected category.

If you require a reasonable accommodation during the application or interview process, or to perform essential job functions, please contact our Human Resources team at hr@massconvention.com